Pantaloons provides a wide variety of apparel and accessories from over 220 brands at its stores across India. A study was conducted of 80 customers at Pantaloons' Gariahat, Kolkata store to understand customer satisfaction with products and services. Most customers were students under 25 years old who visited monthly. While the variety of products was the biggest attracting factor, customers noted issues like lack of certain sizes, limited footwear and jewelry options, and need for faster service. The report provides recommendations on improving these areas to enhance the customer experience at Pantaloons.
This document provides an overview of retailing as an introduction to the subject. It discusses the meaning and functions of retailing, as well as its economic significance and key trends. Retailing involves buying goods in bulk and selling them in smaller quantities to final consumers. The functions of retailers include providing assortment, breaking bulk, inventory holding, and services. Retailing is a large and growing segment of the economy that provides employment and business opportunities. Major trends in retail include greater diversity of retailers, industry concentration, globalization, and the use of multiple channels to interact with customers.
This document provides a project report on customer retention and ways to improve the loyalty program at Pantaloons, Sahara Ganj Lucknow. It includes an introduction, objectives of the study, history of Pantaloons and Future Group, details about the loyalty program and its benefits, executive synopsis, table of contents, and chapters on loyalty program basics, increased customer retention, history of recent Pantaloons store launches, and profiles of the CEO and Pantaloons. The report was submitted as partial fulfillment for a postgraduate diploma in management and analyzes customer retention strategies and loyalty programs to provide recommendations.
This document provides an executive summary of a research report on supply chain management and store operations at Pantaloon Retail India Pvt. Ltd. The summary discusses inventory management processes at the company's warehouses and stores, including inward and outward processes. It also examines shortages and damages to inventory at the warehouse and store level. The executive summary identifies problems contributing to shortages and damages and provides recommendations to address these issues.
The document provides background information on Pantaloon Retail (India) Limited (PRIL). It discusses how PRIL started as a small garment manufacturer and evolved into a leading retailer in India. It highlights key milestones like the launch of Pantaloons stores in the 1990s, which became very successful, and the later expansion into discount stores and food retail formats. The document also briefly discusses the changing Indian retail landscape and consumer preferences that enabled the growth of organized retail chains like PRIL.
This document provides an overview of Pantaloon Retail (India) Limited, a leading retailer in India. It operates various retail formats including Pantaloons fashion stores, Big Bazaar hypermarkets, Food Bazaar supermarkets, and more. Some key points:
- Pantaloon Retail operates over 16 million square feet of retail space across 1000+ stores in India. It has over 30,000 employees.
- Big Bazaar is a large hypermarket format that combines aspects of Indian bazaars with modern retail. Food Bazaar is a supermarket format focused on food/grocery.
- The company is headquartered in Mumbai and owned by the Future Group, one of India's largest business groups
The document provides details about a winter internship project done at Pantaloons Fashion and Retails India Ltd. focusing on optimizing store operations. The internship included tasks like customer calling to invite them to an end of season sale, handling the cash counter, and learning about visual merchandising, warehousing, and customer database management. Key findings from a survey of 100 customers included that proper segregation and size display increases conversion rates, customer interaction boosts basket size, and offer displays need to be done effectively. The internship helped provide hands-on experience in retail operations and customer service.
This document provides information about Manish Ghosh's internship project on the retail sector. It discusses key points about the growth of the Indian retail industry and organized vs unorganized retail. It then focuses on Pantaloons, a major retail brand acquired by Aditya Birla Nuvo. Details provided include Pantaloons' brands, management team, vision, customer service processes, and SWOT analysis. The document also includes the intern's observations and suggestions from their time spent at Pantaloons, focusing on areas of improvement.
The document discusses a study conducted at Pantaloons in Bhubaneswar, India to analyze customer satisfaction levels and identify areas to improve the hygiene hatrick score. It outlines the research methodology used, provides background on Pantaloons and details of the findings which showed that customers were generally satisfied but some recommendations were made like introducing more innovative discount schemes and improving parking facilities and employee communication skills. The conclusion is that customer satisfaction is key to Pantaloons' success and customers are satisfied with product quality, pricing and overall service quality.
Pantaloon Retail is India's leading retailer operating multiple retail formats across value and lifestyle segments. It operates over 12 million square feet of retail space across 1000+ stores in 73 cities. Key brands include Big Bazaar, Food Bazaar, Central, and Pantaloons. Pantaloon Retail pursues a multi-format strategy targeting value and lifestyle needs of Indian customers across fashion, home/electronics, food/grocery, and general merchandise. It has experienced significant growth due to factors like rising disposable incomes, consumption desires, and the low penetration of organized retailing in India.
The document outlines Pantaloon Retail's restructuring initiative to rename itself as the Future Group and divide into six business verticals to consolidate its leadership position and diversify into new growth areas. It discusses the company's history, new ventures, recruitment of talent, financial performance, and Future Group's plans and outlook to become a $7 billion company by 2010 through aggressive expansion.
Pantaloons is a leading Indian retail brand that deals in lifestyle apparel and accessories. It has over 168 stores across India and targets the middle income demographic with quality products at affordable prices. The document outlines Pantaloons' company description, market analysis, marketing strategies around segmentation, targeting, positioning, and the marketing mix, as well as budgets, controls, and action plans to increase market share.
Pantaloons is an Indian retail chain that operates over 100 stores across India. It offers a range of men's, women's, and kids' apparel, accessories, and home decor through its own private labels and partnerships with other brands. Pantaloons uses a marketing mix strategy that includes competitive pricing by offering branded products at a 10% discount and local brands at 20% off, promotions through loyalty programs and discounts, and a placement strategy of stores primarily in malls located near competitors.
The presentation talks about Pantaloons. The company's 5 P's of Marketing, SWOT Analysis, PESTEL Analysis, Organisation Structure and Finances have been covered.
1. This document is a project report submitted by Vasu Jain to fulfill the requirements for a BBA degree. It focuses on analyzing the retail project Shoppers Stop.
2. The report includes objectives of studying Shoppers Stop's products, SWOT analysis, merchandise mix, marketing mix, and visual merchandising.
3. It provides background on the history and growth of Shoppers Stop since it opened its first store in 1991. It analyzes the departments, products, pricing strategy, and store atmospherics to understand customers' shopping behaviors.
Pantaloon Fashion Retail Limited is India's leading retailer that operates multiple retail formats across India, with over 12 million square feet of retail space across 1000 stores in 73 cities.
Pantaloons is among India's largest fashion store chains, focusing on trendy collections for young and young-at-heart consumers through its Pantaloons Fresh Fashion stores present in metros as well as smaller towns.
The document discusses Pantaloon's vision, history, product offerings, customer relationship management practices, SWOT analysis, and the leadership skills and styles of Mr. Avnish Parihar, the Store Manager of Pantaloon
Pantaloons is a leading Indian retail brand owned by Aditya Birla Group. It has over 168 stores across India selling apparel, footwear, accessories and other products. Pantaloons targets the growing middle income segment in India. It uses segmentation strategies like demography, income, lifestyle to target different customer groups. The company aims to increase its market share through variety of products, affordable prices and proper promotion.
This document provides an overview of Shoppers Stop, a leading retailer in India. It discusses Shoppers Stop's history since 1991, store formats, strategic alliances, locations, segmentation and positioning strategies, financial performance, loyalty programs, and competitive analysis. The document also analyzes the impact of the 2008 recession on Shoppers Stop and its plans for international expansion.
It is about the Fundamental analysis such as SWOT, Porters five force, BCG matrix, CPM matrix, Grand strategy matrix, QSPM matrix, IE matrix, Ratio analysis of Pantaloons
Final report on Consumer Buying Behavior and Factors Affecting their Buying B...Pran Mahato
This document is a project report submitted by Pran Kumar Mahato to the Central University of Jharkhand in partial fulfillment of an Integrated Master of Business Administration degree. The report studies consumer buying behavior and factors affecting buying behavior at Big Bazaar in Bokaro, India. It includes sections on objectives, scope, importance, company profile, literature review, research methodology, analysis and evaluation, recommendations, and conclusions. The report was conducted under the guidance of Shikha Sharma, an HR executive at Big Bazaar.
This document presents a study on customer satisfaction levels with the men's formal section of Pantaloons store in Gariahat. It includes an introduction to the company Pantaloons, the objectives and methodology of the study, findings from surveys of 100 customers, and recommendations to improve customer satisfaction. The study aimed to understand key factors influencing customer purchases and identify opportunities to better serve customers through improved processes. Survey results provided insights into customer satisfaction levels and how Pantaloons can increase loyalty through superior customer service.
WIP FINAL Project_Report_Prashant soni_ROllno P15FC026Prashant soni
Prashant Soni completed a one month winter internship at Pantaloons store in Bhopal, Madhya Pradesh. He studied various retail operations management functions including customer service, inventory management, floor management, and key performance indicators. Prashant acknowledged and thanked the store manager and other staff for their guidance and support during the internship. He learned about retail operations and how to improve customer service, manage inventory, and increase sales and profits.
This project report provides a case study on consumer behavior at Pantaloon Fresh Fashion, located in Cross River Mall, Shahdara, Delhi. It discusses retailing in India and provides a company profile of Pantaloon Retail, including information on their brands and store formats. The report will analyze consumer data collected through questionnaires to understand customers' reasons for choosing Pantaloon and provide recommendations.
Vikash Kumar completed a winter internship at Pantaloons Retail India Ltd where he conducted market research on store marketing activities and loyalty programs. As part of the internship, he called over 1,300 loyal green card customers to invite them to sales with 50% discounts. He also helped manage the men's wear department and learned about discounting products. The internship provided Vikash with practical experience in retail marketing strategies and operations.
This document summarizes a survey conducted on employee engagement initiatives at Pantaloons, a clothing retail chain. It includes the objectives of studying current employee engagement processes and trends. A questionnaire was administered to 45 Pantaloons employees in Kolkata, India. The responses were then analyzed. Based on findings, recommendations were made such as improving benefits, conducting fair promotions, distributing workloads evenly, and creating a more positive work environment to boost employee motivation and satisfaction.
it is knowledgeable for study retail marketing and research. gives knowledge of retail marketing about the retail layout, loyalty program. research methodology
The document provides a summary of a customer satisfaction survey conducted at Big Bazaar stores in Noida and New Delhi. Some key findings from the survey include:
- Most customers (69%) reported visiting Big Bazaar frequently.
- The majority (80%) of customers reported being satisfied or fully satisfied with the product information provided by employees.
- However, 24% of customers were dissatisfied with the quality of some Big Bazaar products.
- Many customers (38%) felt the store layout could be improved to make products easier to find.
- The billing process received positive feedback, though some wanted more payment options.
- The most common services that could be improved were parking availability (47%)
The document provides an overview of Pantaloon Retail (India) Limited, which operates multiple retail formats across India. Some key points:
1) Pantaloon Retail is India's leading retailer with over 1000 stores across 71 cities. It operates popular chains like Big Bazaar, Food Bazaar, and Pantaloons.
2) Big Bazaar is a chain of hypermarkets that aims to provide the best products at the lowest prices. It has over 100 stores across India.
3) The Future Group owns Pantaloon Retail and has diversified into various businesses across the consumption space in India. The group aims to capture the entire consumption spending of Indian customers.
Pantaloon Retail India Limited is the flagship company of Future Group, India's largest retail business. It operates multiple retail formats across India, connecting customers with products from over 30,000 sellers. Key formats include Pantaloons fashion stores, Big Bazaar hypermarkets, Food Bazaar supermarkets, and others. Pantaloon Retail has expanded rapidly over the past decades and now operates over 15 million square feet of retail space across India. It also operates e-commerce business Futurebazaar.com to enable online shopping.
This document is a winter internship report for Pantaloons, an organized retail company in India. It includes an acknowledgment, company certificate, and table of contents. The about the sector section provides an overview of the large and growing retail industry in India, including its contribution to the economy and analysis using Porter's Five Forces model. The about the company and department section describes Pantaloons, its parent company, brands carried, and includes a SWOT analysis. The rest of the document is not included in the summary.
Research Study on Consumer Perception Towards Liberty Shoes (Footwear) in Aga...Hridoy Deb
This study is all about the perception of consumers towards the Liberty Shoes Ltd. footwears in the city of Agaratala. This study includes the product lines of the company along with the company history and basic description. This study is indigenously done by Hridoy Kr Deb.
Internship Report on the Company Overview ofVishal Singh
This document is a project report submitted by Vishal Kumar Singh on a survey of the linen ethnic wear market for women in Kolkata, India. It includes an introduction to the Aditya Birla Group and Jaya Shree Textiles, the company where the internship was conducted. It then outlines the research objectives, methodology, findings and analysis of surveys conducted with women who do and do not purchase linen ethnic wear. Key findings include preferences for styles, brands, and factors influencing purchasing decisions. It concludes with recommendations to increase sales of linen ethnic wear for women.
This document provides information about a summer internship project conducted at Reliance Trends to study customer satisfaction and promotional activities. It includes an introduction, declaration, acknowledgements, executive summary and table of contents. The intern conducted primary and secondary research to assess customer satisfaction levels and ways to meet customer expectations. A questionnaire was used to collect data from 50 respondents in Bangalore, which was then analyzed using bar diagrams. The findings and recommendations from the research aim to help Reliance Trends improve customer satisfaction and drive more customers through effective promotional strategies.
1. The document provides an organizational study of Big Bazaar, a large retail chain in India, focusing on its store in Madurai.
2. It outlines the objectives and scope of the study, which is to understand Big Bazaar's retail operations and functions, specifically HR.
3. Big Bazaar is a subsidiary of Future Group and operates over 100 stores across India, providing a wide range of products at low prices based on the Wall-Mart business model.
This document provides information about a training project report submitted by Sudipto Sinha for their Post Graduate Diploma in Management course. The report focuses on own brand promotion at Big Bazaar store where Sinha completed their one month training. It includes sections on the company profile of Pantaloon Retail and Future Group, the retail industry, key players in the industry, and details of the board of directors of Pantaloon Retail.
This document is a training project report submitted by Sudipto Sinha for their Post Graduate Diploma in Management course. It includes a declaration, preface, acknowledgements, company profile of Pantaloon Retail (India) Limited, information about the Future Group, an industry profile, and overview of key players in the industry. The report was prepared as part of a one month training at Big Bazaar store where the focus was on own brand promotion.
This document provides information about a training project report submitted by Sudipto Sinha for their Post Graduate Diploma in Management course. The report focuses on own brand promotion at Big Bazaar store where Sinha completed their one month training. It includes sections on the company profile of Pantaloon Retail and Future Group, the retail industry, key players in the industry, and details of the board of directors of Pantaloon Retail.
To analyze the contribution of chemist and cosmectic outlets to FMCG poducts ...Shraddha Mishra
|Synopsis |The main objective of this project is about the Study of : Distribution Model adopted by ITC in comparison to Unilever and P&G, Stock |Movement and Inventory maintenance of FMCG goods at Ware House and Visibility solutions of ITC products at retail outlets |
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Certificate ofcompletion project management foundations_ budgetsShekhar Jyoti Das
Shekhar Jyoti Das completed the Project Management Foundations: Budgets course on September 4, 2020, earning 1 PDU credit. The certificate from LinkedIn Learning congratulates Das on continuing to learn and expand their skills in project management, which makes them more valuable in their career. The certificate is issued by LinkedIn Learning, a PMI Registered Education Provider.
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Shekhar Jyoti Das completed the LinkedIn Learning course "Project Management Foundations: Requirements" on September 3, 2020. The certificate awards 0.5 continuing education credits in management services from the National Association of State Boards of Accountancy. LinkedIn Learning is registered with NASBA as a sponsor of continuing professional education.
Certificate of completion project management foundations_ ethicsShekhar Jyoti Das
Shekhar Jyoti Das completed a project management ethics course on September 2, 2020 through LinkedIn Learning. The 1.80-hour course was in behavioral ethics and was self-study. LinkedIn Learning is registered with NASBA to provide continuing education credits for accountancy professionals.
Certificate of completion project management foundationsShekhar Jyoti Das
Shekhar Jyoti Das completed the Project Management Foundations course on August 21, 2020 through LinkedIn Learning. The certificate confirms he earned 3.25 professional development units or contact hours for the course. LinkedIn Learning's Head of Content Strategy congratulated Das on continuing to learn and expand his skills and perspectives to make himself more valuable in his career.
Shekhar Jyoti Das completed a data analytics course on September 2, 2020 through LinkedIn Learning, earning 3.20 hours of continuing professional education (CPE) credits. The certificate confirms Das's field of study as information technology, and provides details of the program and instructional delivery method in accordance with NASBA standards.
Shekhar Das successfully completed the online Certificate in Risk Management course from 29th May 2020 to 5th June 2020, as confirmed in a letter from the Director of Learning at eLearning College. The course involved assignments and projects in English to assess learning outcomes.
This certificate expires on May 19, 2023 and was awarded to Shekhar Das by Analytics Academy for successfully completing the course "Google Analytics for Power Users".
This certificate of completion was awarded to Shekhar Das for successfully completing the advanced Google Analytics course. The certificate expires on May 18, 2023 after being issued by Analytics Academy for their training.
This Presentation gives detailed information regarding Indian Mentha Oil Production, Exports, Imports, By Products produced, Spot Market Prices of Mentha for last consecutive six years along with fundamental & technical analysis and ways to tackle the price volatility of the Mentha Oil in India.
The document outlines a business plan for a tea bar serving various tea flavors in a colorful and vibrant setting. It aims to cater to corporate meetings and conferences. The tea bar will offer high quality tea products at competitive prices. It will employ trained staff and use marketing strategies to build customer loyalty. Financial aspects include a startup capital of Rs. 6.5 lakh with monthly expenses of Rs. 68,000. The SWOT analysis identifies strengths such as economic pricing and growing tea demand, and weaknesses like inexperienced staff. The target market is young professionals, adults and students in Bangalore with high or middle incomes. Promotion strategies include local media, events, and social networking.
Food from across the world is available to consumers today, regardless of the season, location, or environment. However, the greater options and accessibility are accompanied by increasing complexity in the food supply chain.
With growing data and lengthening ecosystems within the industry, the importance of trust weighs heavier than ever before.
From the farmer, processor, retailer, to the consumer, IBM Food Trust™ uses trust to build transparency. The block chain solution is working to ensure that transparency enables the expanding food system.
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IBM Food Trust provides organization with a set of integrated modules to address the increased complexity and build trust in the industry.
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Analysis of the Economic Importance of the Betel Leaf for the Indian Economy, Observation, Explanation and Discussion of the reasons for the price fluctuation of betel leaf in the spot markets, strategies to manage the price fluctuations and various government schemes for increasing production and improving productivity to control the price of betel leaf in the Spot Market has been discussed in this paper
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The document describes IBM Food Trust, a blockchain-based food traceability system. It allows participants across the food supply chain to securely share information to track food products, mitigate contamination risks, reduce waste, and ensure freshness and quality. Key features include end-to-end traceability of products, easy verification of certifications through digitization of documents, and controlled data access so participants only see permissioned data. The system aims to involve millions of participants to gain visibility across global supply chains.
Optimization of Supply of ITC Prawns from Nellore to Domestic Market Presenta...Shekhar Jyoti Das
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Rand Fishkin of Sparktoro broke the news about the Google API Leaks in May 2023. Mike King from iPullRank did what he does best—dissected everything from the leaks. How big was the leak? Around 2,600 pages of leaked internal documentation describing different components of Google's ranking systems and 14,000 attributes or features represented in the documentation.
Here’s why this is important
SEO has evolved dramatically over the last 27 years. Companies like Google have built entire businesses around search, and Google has become the unquestioned leader in search. All
this is starting to change—thanks to GenAI.
Ever since Google started building a search engine, it has shared best practices. But it has never revealed anything more—no algorithms or APIs. That changed recently with this leak.
This matters to you
This checklist matters to entrepreneurs, content creators, website owners, brand managers,
PR professionals, marketing analysts, and SEO professionals.
Understanding how the algorithm works today can help you maintain your competitive edge, optimize opportunities, mitigate risks due to these changes, and make informed decisions on your digital strategy.
This checklist is based on everything I learned from listening to two hour-long webinars Rand and Mike hosted recently.
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Join us for an inspiring session where we delve into the transformative power of Artificial Intelligence (AI) and Extended Reality (XR) in digital marketing. In today's rapidly evolving landscape, staying ahead requires more than just awareness—it demands proactive engagement and strategic implementation. Leslie Marshall, CMO, Mesmerise Group, will share insights into how emerging technologies like AI and spatial computing are fueling the next generation of marketing. Leslie's journey exemplifies how embracing new technologies can empower marketers to better understand and attract the right customers, ultimately supporting exceptional experiences. In this session, Leslie will highlight how marketers can adopt an explorer's mindset, encouraging them to ask probing questions and navigate through the intricacies of new tech fearlessly. Leslie believes that curiosity is not only a tool for understanding emerging technologies but also a driver for long-term success and innovation in any marketing career. Attendees will leave the session with a 5-step plan for marketers to leverage new technologies to revolutionize their marketing strategies. Looking ahead, let's ask the right questions, define precise metrics, and embrace a forward-thinking approach that aligns with the evolving needs of both the market and the customer. The future of digital marketing awaits—are you ready to seize it?
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Attendees will leave the session with a 5-step plan for marketers to leverage new technologies to revolutionize their marketing strategies. Looking ahead, let's ask the right questions, define precise metrics, and embrace a forward-thinking approach that aligns with the evolving needs of both the market and the customer.
Digital marketing typically refers to online marketing campaigns that appear on a computer, phone, tablet, or other device. It can take many forms, including online video, display ads, search engine marketing, paid social ads and social media posts. Digital marketing is often compared to “traditional marketing” such as magazine ads, billboards, and direct mail. Oddly, television is usually lumped in with traditional marketing.Digital marketing encompasses all marketing efforts that utilize electronic devices and the internet. It includes various online channels such as search engines, social media, email, websites, and mobile apps to connect with current and prospective customers. Key components of digital marketing include:
Search Engine Optimization (SEO): Optimizing websites to rank higher in search engine results pages (SERPs) to increase organic (non-paid) traffic.
Search Engine Marketing (SEM): Using paid advertising on search engines like Google to drive traffic to websites through paid search listings.
Social Media Marketing: Utilizing social media platforms (e.g., Facebook, Instagram, Twitter, LinkedIn) to connect with audiences and promote products or services.
Content Marketing: Creating and distributing valuable, relevant, and consistent content to attract and engage a target audience.
Email Marketing: Sending personalized messages to a targeted audience via email to promote products, services, or events.
Affiliate Marketing: Partnering with other businesses or individuals to promote products or services and earning commission based on sales generated.
Influencer Marketing: Collaborating with influencers (individuals with a dedicated social following) to promote products or services to their audience.
Online PR (Public Relations): Managing a brand's online presence and reputation through various online channels.
Analytics and Data-driven Marketing: Utilizing data and analytics tools to measure and optimize marketing campaigns' performance.
Mobile Marketing: Targeting users on mobile devices through mobile-optimized websites, apps, SMS, and other mobile channels.
Digital marketing offers businesses a cost-effective way to reach a global audience, measure campaign effectiveness in real-time, and adjust strategies based on data and insights. It continues to evolve with advancements in technology and changes in consumer behavior, making it essential for businesses to stay updated with current trends and best practices.
Digital marketing uses digital channels to promote a product or service.
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Examples of digital marketing include SEO, PPC, social media marketing, content marketing, and leveraging traditional offline media for advertising.
Offline digital marketing includes out-of-home advertising, TV marketing
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Digital marketing leverages various online channels and platforms such as search engines (Google, Bing), social media (Facebook, Instagram, LinkedIn), email, websites, and mobile apps to reach consumers. Unlike traditional marketing, which often relies on print ads, billboards, or TV commercials, digital marketing allows for precise targeting and measurement of campaigns in real time. also know about benefits of digital marketing
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A STUDY ON CUSTOMER SATISFACTION AND CUSTOMER SERVICE PROVIDED AT PANTALOONS, GARIAHAT, KOLKATA
1. LIVE PROJECT
Customer Relationship Management
A STUDY ON CUSTOMER SATISFACTION AND CUSTOMER
SERVICE PROVIDED AT PANTALOONS, GARIAHAT, KOLKATA
Submitted to:
Dr. K. Shilpa
IIPM, Bangalore
Submitted by:
SHEKHAR JYOTI DAS
17-PGDM-ABPM-35
INDIAN INSTITUTE OF PLANTATION MANAGEMENT BANGALORE
Jnana Bharati Campus, Mallathalli Post
Bangalore-560056
2. Contents
EXECUTIVE SUMMARY........................................................................................................................................................4
INTRODUCTION ..................................................................................................................................................................5
COMPANY PROFILE.........................................................................................................................................................5
INTRODUCTION TO MY PROJECT........................................................................................................................................6
CUSTOMER SERVICE ...........................................................................................................................................................7
NEED FOR STUDY................................................................................................................................................................8
CUSTOMER SATISFACTION ATTRIBUTES.............................................................................................................................9
QUALITY..........................................................................................................................................................................9
DIFFERENTIATION...........................................................................................................................................................9
ACCESS............................................................................................................................................................................9
FACE VALUE ....................................................................................................................................................................9
AMBIENCE.......................................................................................................................................................................9
LOYALTY PROGRAM..........................................................................................................................................................10
OBJECTIVES OF STUDY......................................................................................................................................................11
This marketing research aims to study:........................................................................................................................11
RESEARCH METHODOLOGY..............................................................................................................................................11
RESEARCH APPROACH:.................................................................................................................................................11
PRIMARY DATA .............................................................................................................................................................11
SECONDARY DATA ........................................................................................................................................................11
SURVEY DESIGN ............................................................................................................................................................11
SAMPLING PLAN: ..............................................................................................................................................................12
a. Sample size ..........................................................................................................................................................12
b. Sample unit:.........................................................................................................................................................12
c. Contact method:..................................................................................................................................................12
INTERPRETATION..............................................................................................................................................................13
1. Age............................................................................................................................................................................13
2. Occupation................................................................................................................................................................13
3. Frequency of visiting pantaloons..............................................................................................................................14
4. What is the most important factor that influence you to buy from pantaloons?....................................................14
5. Which of the following point you want improvement? ...........................................................................................15
6. Variety & quality of products available at pantaloons. ............................................................................................15
7. How is your experience at CSD (customer service desk)? ........................................................................................16
8. Please rate the exchange policy of Pantaloons. .......................................................................................................16
9. How is your billing experience at pantaloons?.........................................................................................................17
RESEARCH AND FINDINGS ................................................................................................................................................18
CONCLUSION ....................................................................................................................................................................19
RECOMMENDATIONS .......................................................................................................................................................20
ANNEXURE........................................................................................................................................................................21
BIBILOGRAPHY..................................................................................................................................................................27
4. EXECUTIVE SUMMARY
I have done a project related to customer satisfaction and the customer services provided at
pantaloons. The project title is “A study on customer satisfaction and customer service
provided at Pantaloons, Gariahat, Kolkata”
This project report throws light on the reasons behind customer’s decision of choosing
Pantaloons for the purchase of Apparels and various other products. Pantaloons as a Retail
Brand is one of the fast-growing players in the Indian retail industry and offers a deep
insight to the industry.
For completion of this report, a survey was conducted and for fulfilment of questionnaires, a
sample size of 80 was selected. Among those who were interviewed consist of housewives,
professionals, even students. Though the sample size taken was small but it was varied to
overcome all the odds. A structured questionnaire was constructed to measure the responses of
the respondents on suitable scale so that it could be analysed. Primary data collection was done
via questionnaires and secondary data collection through company websites.
Through survey, effect of various factors like ambience of the store, discount and
convenience came in light and the reason of consumers choosing Pantaloons over other
retail outlets became visible.
5. INTRODUCTION
COMPANY PROFILE
Pantaloons, previously owned by the Future Group, has recently been taken over by Aditya
Birla fashion and retail Limited, a US $4 billion diversified industry and India's largest
manufacturer of linen fabric.
Pantaloons Fashion & Retail Limited is a premium Indian retail chain. The first Pantaloons retail
store was launched at Gariahat, Kolkata in 1997. According to the Brand Trust 2014 report, a
study conducted by Trust Research Advisory, Pantaloons featured among 50 most trusted
brands in India. The company provides a premium and complete shopping experience to its
customers through its variety of 220 prestigious brands. Pantaloons, with a presence across
ABFRL hosts India's largest fashion network, with over 7,000 POS across over 375 cities and
towns, in addition to 2,200+ exclusive ABRL brand outlets. With more than 14 million loyalty
members as of March '16, ABFRL has a big bouquet of loyalty programmes in India.
Pantaloons offers multiple accessories and apparel brands including categories for men,
women and kids. The collection covers ethnic and western apparels for kids, men, women
complemented by a wide range of accessories. The variety of brands and products has
helped Pantaloons to become one of the best retail brands in India.
Pantaloons offers, customers a variety of apparels and accessories from the globally
renowned brands. The labels for men in western wear cover Rig, Lombard, Bare Leisure, SF
Jeans, Bare Denim, JM Sport, Byford, F Factor and trendy brands like John Miller and Akkriti
as ethnic wear.
The women’s section includes the private labels — Bare Leisure, Bare Denim, Rig, Honey,
Ajile and Annabelle— in western, as well as the ethnic wears from RangManch, Trishaa and
Akkriti. Popular brands as Lee Cooper, Biba are also included.
Kids wear like Bare Denim, Bare Leisure, Rig and exclusive brands like Chalk, Poppers, Pink &
Blue In its challenge to meet the consumer’s varying fashion needs, Pantaloons has
introduced new brands including Candies, Alto Moda, Spykar, AND, Turtle, Global Desi,
109F, Chemistry, and Giny & Jony. Pantaloons is a vital part of the prestigious Aditya Birla
Group, a USD 40 billion Indian MNC, operating in 40 countries across the globe with over
130,000 employees, accepted as ‘India’s Most Preferred Apparel Retail Brand’ in the Brand
Equity Survey 2014, Pantaloons continues to meet consumer trust and confidence. With its
overwhelming collection of lifestyle apparel brands, the company is focusing on growth
while creating fresh fashion.
6. INTRODUCTION TO MY PROJECT
My project title is A study on customer satisfaction and customer service provided at
Pantaloons, Gariahat, Kolkata and involves studying customer’s satisfaction within the store
and interaction with them to understand their needs and satisfaction level with the product
and services being provided by Pantaloons.
It is essential to understand customer’s needs to serve them better and to do so, management
should understand key purchasing factors and prepare themselves. We must satisfy and even
felicitate our customer with the value of our products and services to gain their loyalty and
repeat purchases. Customer satisfaction should be the initial target of any organization. One of
the best ways to find out is to ask them using customer satisfaction surveys.
Employee and the management of the store can use the survey information to identify
opportunities for ongoing process improvement and to monitor the impact of those
improvements.
An unsatisfied customer will exaggerate about their negative experience. A satisfied
customer will only tell a few people about their positive experience. So a retailer should
always think in that way to satisfy their customer and delighting them with the services
which enhances differentiation.
7. CUSTOMER SERVICE
Customer service in pantaloons is a series of activities designed to enhance the level of
customer satisfaction –:
o Defective or broken product should be exchanged, often only with a receipt
but within a specified time frame.
o
o
Pantaloons has a desk assigned to deal with returns, exchanges and
complaints and performs related functions at the point of sale.
Customer service is normally an integral part of a company’s customer value
proposition.
o From the point of view of an overall engineering effort, customer service plays
an unavoidable role in an organization's ability to generate income and
revenue.
o From that perspective, customer service should be included as an overall
approach to systematic improvement.
o Some have stated that the level of customer service in pantaloons has
decreased in recent years, and this can be defined as a lack of support or
understanding at the executive and middle management hierarchy of an
organization.
o Customer service is an organization's ability to fulfil their customers' wants
and needs. Excellent customer service is the ability of an organization to
consistently exceed the customer's expectations.
8. NEED FOR STUDY
• Customer service is an unavoidable part of a company’s customer value proposition.
These are the parameters that indicates the level of focus of any retailer to provide
services to the customers.
• It is very important to make a point that unless a retailer is not aware of the customer
expectations a service, it becomes quite difficult to set his own service standards for
the store.
• Customer service may be employed to create such competitive advantage as a service
proposition would be harder to copy for competitors. A company may try to
differentiate itself from the competition through better customer service.
• The consistent delivery of superior service requires careful design and execution of a
whole system of activities that includes people, technology, and processes.
• Technology has provided a wide range of customer service tools. They range from
support websites and the ability to have live chats with technical staff to databases
tracking individual customers' preferences, payment methods, pattern of buying etc.,
and providing products and service responses based on this advanced data. Specialist
software that is designed for the tracking of service levels and for helping recognize
areas for improvement are often integrated into other enterprise operational software
tools such as ERP software.
9. CUSTOMER SATISFACTION ATTRIBUTES
QUALITY
If you have a poor product or service, it affects the satisfaction level. There’s a amount of
aggressive PR or marketing that can make a product or service sell. So, product should be up
to the mark.
DIFFERENTIATION
In Kolkata market, there’s usually many players like big bazaar, max, Westside, central etc.
Customer service may not work when choosing the appropriate product or service, but
word of mouth certainly plays into customer satisfaction. If a product is the best in quality
and discounts, then it’s necessary to separate it from the rest of the brands, through
customer service, marketing and product quality.
ACCESS
The era of digitalization has made finding products and services a snap. What Emailing
and finding products and services on the Internet has become such a trend, companies
have invested millions in making sure access is free and extremely easy.
FACE VALUE
When a product or service costs high, but is worth it, the value which becomes
acceptable to the consumer. When a consumer specifically buys trousers from peter
England or bare denim, the positive features of the products outweighs the cost, creating
a strong sense of good value. Pantaloons should have more international brands which is
rated excellent by the customers.
AMBIENCE
When the customers shop at pantaloons, the first impression that they look for is of a
clean, safe and well-organized environment. The store’s ambience affects the purchasing
behaviour of the customers immensely.
10. LOYALTY PROGRAM
The Pantaloons Green card, loyalty program, has been designed exclusively for Pantaloons'
customers to enhance customer satisfaction. Presently offered to over 4 million members,
the programme entitles members to discounts, point’s redemption and special privileges at
all Pantaloons stores.
The card has four tiers depending on the year's shopping. When a customer shops, the card
updates with increasing privileges and discounts.
The benefits covered under Green card include discounts, complimentary parking,
complimentary delivery of altered garments, relaxed exchange policy, complimentary
shipping, exclusive sale preview, exclusive billing counters.
11. OBJECTIVES OF STUDY
This marketing research aims to study:
1. To check if the availability of goods and variety of products and services attract
customers towards Pantaloons.
2. To measure the satisfaction level of overall shopping experience at Pantaloons.
RESEARCH METHODOLOGY
RESEARCH APPROACH:
Depending upon the objectives of the research, the most suitable marketing research
approach is “Exploratory research”. The purpose is to find out the experience of customers
while shopping in pantaloons.
PRIMARY DATA
To collect primary data best way is to interact with people directly it can be through
direct interviews and questionnaires. Both these methods have used for collection of
primary data.
SECONDARY DATA
Secondary data is collected from company websites and various Literature reviews. As
Pantaloons is daily in news because of its wedding fest and different offers, so I benefited
a lot from updates on net.
SURVEY DESIGN
Random stratified sampling was chosen for research. The CSD of pantaloons Gariahat was
selected as the study area and people from this area were selected for filling up of
questionnaires and collecting responses due to convenience of location.
12. SAMPLING PLAN:
Sampling plan for this project is divided into 3 steps:
a. Sample size: A sample size of 80 respondents was chosen. Though small sample
size but it consists of varied respondents to overcome any error at the time of
generalization of result.
b. Sample unit: Pantaloons store at Gariahat, Kolkata was chosen as sample unit.
c. Contact method: Questionnaire method was used to view responses of respondents.
13. INTERPRETATION
1. Age
As we can see, the age below 25 is 71%, which is much more than that of other segments.
The young population is dominant if we consider the numbers. The maximum number of
footfalls, are due to the young population.
2. Occupation
The student segment that is 65.8%, dominates the footfall especially on weekends. So,
offers should be modified and approach can be friendlier for their conversion and retention.
The service sector gets a 20% of vote because of the festive occasions and sales.
14. 3. Frequency of visiting pantaloons.
Most of the respondents have visited pantaloons every month as it covers 50%.the other
segment that visits pantaloons once in a 6 month are 32%. The reasons being pantaloons is
easily reachable and covers a large variety of apparel and cosmetics.
4. What is the most important factor that influence you to buy from pantaloons?
Evidently pantaloons have a wide variety of products and the coverage is 54%. Better
quality has been voted 30% better services 11%. Customers prefer to shop at pantaloons
rather to for an exclusive store having lesser variety
15. 5. Which of the following point you want improvement?
As we see in this chart, 37% of respondent’s complaint the staffs be reminding them of the
products and service along with the terms and conditions. 29% of the customer suggest that
the services should be a little faster especially during wedding fest or weekends. Other
issues such as parking lot space, baggage counter issues are also being taken care of.
6. Variety & quality of products available at pantaloons.
48 out of 80 respondents have rated well with the existing variety and quality of products,
19 respondents have voted excellent and 10 people have chosen average.
16. 7. How is your experience at CSD (customer service desk)?
The service quality of a store can be sensed from the service desk and 60% of the respondents
are satisfied with the CSD where as 24.1%of customers reacted excellent.12.7% of customers
rated average. The personal interaction with the respondents revealed that they had mainly
some minor issues regarding cards and points which was handled immediately.
8. Please rate the exchange policy of Pantaloons.
Exchange policies have certain facilities for loyalty members as in they’ll get a 90 days
extension for exchange and 54.4% of respondents rated good where as 26.6% of the
customer voted average and the reason being no exchange on footwear and selected
garments. Credit note issuance is another aspect of it
17. 9. How is your billing experience at pantaloons?
Among 80 respondents, 40.5% are satisfied with the billing experience whereas 25.3% of
the respondents have stated average because of the numbers of counter available. 16.5%
respondents have below average of experience level because of the time factors. Excellent
and poor rating is 11.4% and 6.3% accordingly.
18. RESEARCH AND FINDINGS
This research helped us identify following problems where Pantaloons has an
immense scope of improvement:
1. People were found to be a little dissatisfied with the ambience of Pantaloons as
compared to some other outlets but mostly were overall satisfied.
2. Majority of respondents were complaining about the variety of products, Different
sizes are not available, footwear needs improvement at Pantaloons.
3. Ladies complaint about jeweller variety is not there, there should have more variety.
4. Location was one of the main reasons which attracted consumers towards Pantaloons
and it took less time for majority of respondents to reach Pantaloons.
5. As Pantaloons operates in discount retailing, it was assumed that Pantaloons’ discount
and low prices were one of the magnum opus for customers but respondents feel that the
discount is not that promising and it should be enhanced.
6. Parking is also a problem at Pantaloons and some of the respondents were dissatisfied
with the parking lot at Pantaloons, as it provides lesser parking space to customers. Mostly,
Employees of Pantaloons use the parking space provide by that mall only.
19. CONCLUSION
This research report aims to study consumer attitude towards Pantaloons and highlights its
strengths and weaknesses in order that Pantaloons can fight the competition in a smarter
way. Though Pantaloons captures a large market and is giving competition to big players like
Vishal mega mart and big bazaar, retail in India is a booming sector nowadays and
Pantaloons should try to benefit more from it. Recommendations given should be
considered by Pantaloons to come forth as a winner in long run.
Now there are 65% of the customers comes in between 25-35. Therefore, data suggests
that they should emphasizing on this dominant segment to add more loyal members and
maximize the revenue. Providing a better billing experience to the customers is vital for
every retailer. This is a bottleneck where customer can really get exhausted if they stand
in a queue to get the billing done, even for 10 minutes.
The factors that attract customers to the Pantaloons, as in, the store mainly focus on their
in-house brand availability and value of money. Many customers believe that Pantaloons
have their own branded products to offer the customers with an affordable price.
20. RECOMMENDATIONS
This research throws light on various pros and cons of Pantaloons and can help
Pantaloons to improve on different aspects to have an advantage over its peers. Based
on the analysis and findings of my research, I have given following recommendations:
1. Pantaloons needs to improve variety of products and provide space for children coming
with their parents for entertainment and have fun so that visiting Pantaloons will be exciting
for them.
2. Pantaloons should include more variety of products in its basket to acquire the
convenience of availability of all apparels under a roof provided to its customers. Variety of
products should specially be increased in traditional wear for women, jewellery, cosmetics,
Footwear and more varieties in watches.
3. More computers should be included at exchange counter and number of billing
counters should be increased especially during the sales and festive season to fasten
the billing process and minimize large queues.
4. If possible more lucrative discounts and offers should be implemented to attract
more customers. The schemes and offers should be analysed before generalizing to
customers
5. Staff should be trained up to the mark to assist people and to make them understand
the benefits of green card membership which will strengthen Customer loyalty.
6. Good quality of merchandise should be which should be trendy and compete with the
latest market trend.
7. The Cashiering should be optimized to save time of customers and avoid unnecessary
queues.
21. ANNEXURE
Survey on the customer satisfaction and services provided at pantaloons
Gariahat Kolkata
1. Age
o below 25
o 25-35
o 35-45
o 45-55
o above 55
2. Occupation
o student
o self employed
o service
o homemaker
o other
3. What is your casual preference while buying products from organized retail outlets?
o pantaloons
o central
o west side
o big bazaar
22. 4. From which source made you buy products from
pantaloons?
o Internet
o news paper
o hoardings
o person
o Other...
5. Frequency of visiting pantaloons.
o first time
o every week
o every month
o once in a 6 month
o once in a year
6. What is the most important factor that influence you to buy from pantaloons?
o Better service standard
o better quality of products
o Variety of products
o price
o Other...
23. 7. Does pantaloons reminding & intimating their store discounts & prices to you in
a proper way?
o Yes
o No
o Maybe
8. Which of the following point you want improvement?
o Service should be faster
o Staffs could be friendlier
o Staff should communicate all the points to the consumer
o Others
9. Availability of staff in a timely manner.
o Excellent
o good
o average
o below average
o poor
24. 10. Variety & quality of products available at
pantaloons?
o excellent
o good
o average
o below average
o poor
11. How is your experience at CSD (customer service
desk)?
o excellent
o good
o average
o below average
o poor
25. 12. What is your opinion about Green card (loyalty) facility at pantaloons?
o excellent
o good
o average
o below average
o poor
13. Lease rate the exchange policy of Pantaloons.
o excellent
o good
o average
o below average
o poor
14. What is your usage experience of pantaloons products?
o excellent
o good
o average
o below average
o poor
26. 15. Please rate overall facilities like water, sanitary, washroom, parking etc. at
Pantaloons.
o excellent
o good
o average
o below average
o poor
16. Rate your opinion about wedding fest offer in pantaloons?
o excellent
o good
o average
o below average
o poor
17. Feedback
27. BIBILOGRAPHY
1. Principles of marketing By PHILIP KOTLER.
2. Wikipedia.
3. http://pantaloon.futurebazaar.com/indexPantaloon.jsp.
4. http://en.wikipedia.org/wiki/Retailing_in_India
5. www.pantaloons.com
6. www.glassdoor.com
7. Pantaloonfashion.com
8. www.trendin.com